Support your Discord community from a single help desk, keeping all conversations visible alongside your other channels.
Get more done with Tidio and Workplace integration
Send Tidio escalations into Workplace groups and bring the expert's answer back.
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Integration availability depends on your Tidio plan.
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Category
Communication
Integration availability depends on your Tidio plan.
Compare plans
Use cases
What you can do with Tidio and Workplace
Ask the expert who is not in support
A product question posts into the right Workplace group with the transcript link, so an engineer answers without being given an inbox seat.
Tell everybody at once
When something breaks, an alert posts to a Workplace group and support can say the same thing everywhere instead of five different answers.
Route by team, not by person
Chat tags map to Workplace groups, so a question reaches whoever is on that team today rather than the one name support remembers.
Keep the escalation on the record
The Workplace thread and the Tidio conversation link to each other, so the reasoning behind an answer is findable next time.
Overview
Workplace from Meta is where a lot of large companies talk to their staff, in groups rather than in email. Connect Workplace and Tidio with Zapier, Make or the Tidio API and a chat that needs somebody outside the support team can post into the right Workplace group, with the transcript link attached. Answers come back to the conversation, so the customer hears from the person who knew.
Key features
- Escalations into a group A Tidio chat can post to the right Workplace group.
- Answers back in the chat Replies in Workplace return to the conversation.
- Group chosen by topic Chat tags decide which Workplace group is asked.
- Alerts for the whole team Outages can be broadcast to a Workplace group.
Workplace
Communication
Tags
Messaging
Team Collaboration
How it works
Connect Workplace in minutes
1
Connect Workplace and Tidio with Zapier or the Tidio API
The Workplace Graph API posts to groups and reads replies. Authorize the integration on both sides, or run the calls from a service you host.
2
Map chat tags to groups
Keep a lookup from tag to Workplace group. Post to a group rather than a person, so holidays and role changes do not break the escalation.
3
Bring the answer back
Read the Workplace reply and write it onto the conversation as an internal note, so an agent still writes the customer facing wording.
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Frequently asked questions
Common questions about the Workplace integration
Is Workplace from Meta being discontinued?
Meta has announced that Workplace is winding down, with a migration path recommended for customers. Plan the escalation route around whatever you are moving to, and treat this connection as a bridge.
Should the reply from Workplace go straight to the customer?
No. Post it as an internal note and let an agent write the reply. Internal wording is blunt, and it often includes detail the customer should not see.
Can we do this with a smaller group of experts?
Yes, and it usually works better. One Workplace group per product area beats a company wide group where an escalation scrolls away in an hour.
Is the Workplace integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the Workplace integration.